NewDay
Senior Manager, Customer Communications
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Senior Manager Customer Communications
About the Role
NewDay is searching for a Senior Manager Customer Communications. As a Senior Manager, you’ll build and lead a newly formed team within NewDay’s Marketing & Communications function.
The 역서 focuses on driving the Communications approach and governance for NewDay’s Card and Embedded Finance products, ensuring customers feel confident and connected through clear communications across the lifecycle.
This is a high-impact opportunity to work at the centre of customer communications strategy and governance.
Key Responsibilities
- Own customer communications governance, best practices, and execution standards across the business
- Directly lead select communications journeys, such as customer statements and payments, while collaborating with stakeholders to identify critical improvements
- Apply structured problem-solving methods to create clarity on ownership of key customer comms topics and standardise comms processes across the organisation
- Embed and document a refreshed approach to customer communications via updates to policies, processes, and frameworks
- Build and lead a high-performing team responsible for communications development, ownership, optimisation, and best practice/learning dissemination across the organisation
- Collaborate cross-functionally with teams like:
- Creative Studio
- Commercial Analytics
- Salesforce
- Product teams
- Ensure alignment and deliver commercially impactful, customer-focused improvements
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Essential Skills & Experience
- Demonstrated ability to create and deliver Customer Communications Strategies across multiple channels within a regulated environment
- Experience leading end-to-end creative development of customer communications, including:
- Partnership with an internal or external agency
- Proven track record of:
- Developing processes
- Driving resolutions
- Shaping undefined or ambiguous areas
- Strong analytical mindset with:
- Comfort using metrics and reporting
- Ability to analyse data, performance indicators, and market trends to:
- Inform recommendations
- Support evidence-based decision making
- Excellent stakeholder management and influencing skills, including ability to:
- Work cross-functionally
- Deliver shared outcomes
- Exceptional written and verbal communication skills, with comfort in:
- Creating and sharing customer experience and comms recommendations for senior audiences
- Ability to operate with pace and adaptability in a dynamic environment, utilising:
- Enthusiasm for innovation and change
- Effective response to evolving priorities
- Experience in leading and developing teams
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Nice-to-Have Skills & Experience
- Background in financial services or another regulated industry
- Experience leading governance elements of customer communications, particularly relating to Consumer Duty
- Familiarity with tools such as UserZoom to enhance customer insight
- Experience using AI tools for improving:
- Efficiency
- Workflow optimisation
- Comfort with exploring further tool adoption
- Experience with the Salesforce Marketing Cloud platform
Alternative Title Variations
This role may also be known externally as:
- Senior Customer Communications Manager
- Customer Experience Communications Lead
- Communications Strategy Manager
- Customer Journey Communications Lead
- Customer Comms Governance Lead
Location & Flexibility
- Hybrid
- Permanent position
About NewDay
新 Day izacji 鼓励 艺术 和 多样性. 本司 平等机会雇主，确信 我们的差异构成一个充满活力、真诚的工作文化. 我们希冀 所有同事能如祷，将 倾独先贴 好工作，无让藥护优点. 我对此 人员不基于 保护特征或 身份 认别或裁减.
从创造性的消费者信用和嵌入式金融产品，我们每年支持超過3亿交易额。 我司知名品牌包括 Aqua、 Marbles、Fluid、Bip 和 NewPay。 我司与領域 brands 如AO、Argos、Boohoo、John Lewis 和Lloyds Bank 合作.
超过500万UK客户由本公司获得了行業领先的服务. 手机应用排名：newday.co.uk 了解更多。
ayan group 名词详细阻，随时联再本司 网站或新 weekday.co.uk/LI 联系招聘传家. 适当固定或铃落，详细应供自由职业需求.
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